Who is complaining aboutTrouble during payment process?
When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.
The CFPB does not verify every allegation in a complaint before publishing it.Consumer Financial Protection Bureau, Consumer Complaint Database. A complaint is a consumer's account of a problem; it is not a finding against the company.
15,481 complaints in the 12 months to 30 Sep 2026 carry the CFPB issue label “Trouble during payment process”, up 27% on the 12,211 of the 12 months before; 113,626 since 2017.
100% of them were filed under the product “Mortgage”, where the issue makes up 48.7% of that product's complaints.
Company responses on this issue: 89% closed with an explanation, 3% closed with non-monetary relief, 1.8% closed with monetary relief, and 5.1% still in progress when the file was published. 97.3% were timely.
Which products
| Product (CFPB label) | Complaints | Share |
|---|---|---|
| Mortgage | 15,481 | 100% |
Sub-issues
| Sub-issue (CFPB label) | Complaints | Share |
|---|---|---|
| Escrow, taxes, or insurance | 5,104 | 33% |
| Trying to communicate with the company to fix an issue while managing or servicing your loan | 4,026 | 26% |
| Payment process | 3,130 | 20.2% |
| Loan sold or transferred to another company | 870 | 5.6% |
| Fees charged | 735 | 4.7% |
| Paying off the loan | 702 | 4.5% |
| Private mortgage insurance (PMI) | 485 | 3.1% |
| Lien release | 290 | 1.9% |
| Interest rate | 139 | 0.9% |
Which companies, with their size
Ordered by the number of complaints carrying this issue in the last 12 months.
| Company (as named by the CFPB) | Complaints, 12 months | Share | Company size | Per $1bn assets |
|---|---|---|---|---|
| Shellpoint Partners, LLC | 2,109 | 13.6% | no public measure | — |
| Rocket Mortgage, LLC | 1,734 | 11.2% | 663,472 HMDA records | — |
| Freedom Mortgage Company | 797 | 5.1% | 221,348 HMDA records | — |
| Ocwen Financial Corporation | 617 | 4% | no public measure | — |
| Mr. Cooper Group Inc. | 602 | 3.9% | no public measure | — |
| WELLS FARGO & COMPANY | 574 | 3.7% | $1.92tn assets | 0.30 |
| SELECT PORTFOLIO SERVICING, INC. | 516 | 3.3% | no public measure | — |
| PENNYMAC LOAN SERVICES, LLC. | 442 | 2.9% | 490,614 HMDA records | — |
| Selene Holdings LLC | 414 | 2.7% | no public measure | — |
| CARRINGTON MORTGAGE SERVICES, LLC | 387 | 2.5% | 52,599 HMDA records | — |
| LoanCare, LLC | 353 | 2.3% | no public measure | — |
| JPMORGAN CHASE & CO. | 345 | 2.2% | $4.09tn assets | 0.08 |
| United Shore Financial Services, LLC | 318 | 2.1% | no public measure | — |
| CrossCountry Mortgage LLC | 279 | 1.8% | 192,498 HMDA records | — |
| M&T BANK CORPORATION | 255 | 1.6% | $220bn assets | 1.16 |
| FIFTH THIRD FINANCIAL CORPORATION | 251 | 1.6% | $299bn assets | 0.84 |
| RoundPoint Mortgage Servicing LLC | 234 | 1.5% | no public measure | — |
| PLANET HOME LENDING, LLC | 229 | 1.5% | 95,628 HMDA records | — |
| PNC Bank N.A. | 228 | 1.5% | $610bn assets | 0.37 |
| TRUIST FINANCIAL CORPORATION | 225 | 1.5% | $548bn assets | 0.41 |
| LAKEVIEW LOAN SERVICING, LLC | 217 | 1.4% | no public measure | — |
| U.S. BANCORP | 210 | 1.4% | $706bn assets | 0.30 |
| BANK OF AMERICA, NATIONAL ASSOCIATION | 206 | 1.3% | $2.65tn assets | 0.08 |
| Fay Servicing, LLC | 173 | 1.1% | no public measure | — |
| CMG Financial Services, Inc. | 168 | 1.1% | no public measure | — |
| All other companies, including those not listed by name | 3,598 | 23.2% | — | — |
CFPB: “When looking at complaint volume about a company or product, consider company size and/or market share. For example, companies with more customers may have more complaints than companies with fewer customers.” The CFPB does not verify every allegation in a complaint before publishing it. 14 of the 25 companies in this table have a public size measure. “No public measure” means the company could not be matched by name to a single institution in the FDIC, NCUA or HMDA files, not that it is small.
How companies responded
- Closed with explanation13,784 · 89%
- In progress784 · 5.1%
- Closed with non-monetary relief462 · 3%
- Closed with monetary relief274 · 1.8%
- All other categories177 · 1.1%
| Measure | This issue | All issues |
|---|---|---|
| Closed with monetary or non-monetary relief | 5% | 31.6% |
| Closed with monetary relief | 1.9% | 0.5% |
| Responses marked timely | 97.3% | 99.6% |
Trend
Questions and answers
What does the CFPB issue “Trouble during payment process” mean?
It is one of the options a consumer selects on the CFPB complaint form to describe the problem. The label is the consumer's choice and is not checked by the Bureau. Sub-issues recorded under it include “Escrow, taxes, or insurance”, “Trying to communicate with the company to fix an issue while managing or servicing your loan”, “Payment process”.
How many complaints carry this issue?
15,481 in the 12 months to 30 Sep 2026 and 113,626 since 2017.
Which products does it apply to?
“Mortgage” (100%).
Does the CFPB verify complaints?
The CFPB does not verify every allegation in a complaint before publishing it. Counts on this page show what consumers reported, not what was found.
Provenance
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, bulk file downloaded 30 Sep 2026, complaints received through 30 Sep 2026. Only coded fields are used (company, product, sub-product, issue, state, dates, company response, timeliness); complaint narratives are never read, stored or shown. Complaints are published once the company responds or after 15 days, so the most recent two to three weeks are incomplete. Size measures: FDIC BankFind (report date 30 Jun 2026), NCUA call reports (30 Jun 2026), HMDA transmittal sheet (2025), Census Bureau population estimates (2025). All are US government works. Search the CFPB database · Methodology · Report an error.